A company’s customer service may make or break it. Consumers today expect quick responses to questions and fixes to support tickets, and they aren’t hesitant to take their business elsewhere (and spread the word about their bad experience) if they don’t get it.
Therefore, our goal as marketers should be to reach our clients where they are. It doesn’t operate that way, no matter how much we want to set and control the parameters of every interaction—allowing the client to decide how and where the interaction will lead to greater success.
Why do customers find texting so appealing?
Texting appears to be the favoured mode of communication today. These days, people seem virtually allergic to using a real phone, not just the younger generations. For one thing, it’s less difficult. It takes less time and is less intrusive. When texting, you can multitask in a way that you can’t when conversing on the phone or writing an email. And, when done correctly, it can be a very efficient way to conduct business.
So, how do you acquire a competitive advantage while still providing personalized, on-demand client service with SMS messaging? This article will teach you how to use SMS for customer care to delight your customers while saving time and money for your company.
Make special coupons available
Customers love to feel special, and it’s no secret that they want to be treated as such. You’ll be able to offer exclusive promotions to your contacts if you establish a text list. Reaching out to loyal customers to thank and reward them for their continuous support is part of customer service. You’ll have the option to give special discounts and “VIP” treatment to a list of phone numbers that have opted to text message communication with your company if you establish a list of phone numbers. Keep customers pleased by rewarding their involvement in your text list via text messaging.
Provide information and updates
Answering questions before your clients ask them is one method to improve customer service. Maintaining a regular and informative flow of updates and valuable info to your audience is one approach to doing this. 5.5 billion people send and receive SMS texts on a global basis. Because text messaging is such a popular mode of communication, it can also be used as a fun way to keep your audience updated.
Why not complete this work via email? In a recent survey, nearly two-thirds of respondents admitted to ignoring emails at work. Text updates can be a wonderful way to reach people on your contact list because email is sometimes overlooked. By actively informing customers about critical information, you may prevent superfluous customer service engagements, freeing up your employees to focus on the interactions that demand the most attention.
Due to supply chain problems that have made shipment times uncertain, this will become increasingly critical in 2021 and 2022. Regularly texting delivery updates to consumers can help reduce frustration and promote transparency.
SMS Customer Service Messages Should Be Short
Texting is designed for short, quick messages, not long-winded books. Because most SMS messages are limited to 160 characters, you’ll want to make your message as concise and clear as possible.
Any outgoing customer support SMS should, as a rule of thumb:
- 1-2 crucial points should be highlighted
- Include a call to action in your message.
- Include a link to a website or a phone number where customers can get more information.
Allow your customers to text you to solve their problems
Customers will have problems occasionally; it’s an inevitable fact. However, not every customer’s issue necessitates a lengthy phone call or a dozen back-and-forth emails. Text can be used to answer general, brief questions. If necessary, you can also quickly attach photographs to your texts.
Do you need to postpone your appointment? It’s not a huge deal. It only takes a few minutes with text. It’s because of this speed and simplicity that you’ll be able to nip problems in the bud before they grow out of hand.
Gather Consistent Feedback
When customers have a bad experience with a company, they are much more likely to transfer brands than to provide constructive comments. When an average person has a bad customer service experience, they notify 15 people.
Businesses may break the loop by providing a quick and easy way for customers to leave feedback via SMS. Send a brief feedback request to your opt-in contact list regularly to encourage users to post a review. You may send automated SMS to customers when they purchase or interact with your company, allowing them to offer feedback while it’s still fresh in their minds.
Allowing customers to offer feedback by SMS accomplishes two goals: it gives brands visibility into areas where they can improve. It allows them to set things right and reclaim dissatisfied clients.
For customers, providing feedback by SMS can be as simple and painless as sending a one-word response.
Alienics An Enterprise Level SMS Marketing Platform
The correct SMS platform may make integrating texting with your existing customer service channels simple, in addition to keeping your consumers happy and building brand loyalty.
SMS marketing solutions like Alienics provide user-friendly customer assistance tools for organisations in any industry. Alienics enables two-way text messaging, extended messages (300+ characters), and limitless users, allowing your whole customer service staff to handle SMS interactions in one spot.
Are you ready to take your customer service strategy to the next level to retain more customers and improve profits? Now is the time to contact Alienics for a quote!